When we help

Resolving complaints from disabled customers can require a little more thought and energy – and this is where we can help you. We’ll look into situations where disabled customers complain they have been treated unfairly.

For example, a wheelchair user cannot get into a restaurant with friends because there are steps at the entrance and no ramp. They complain they have been partly or wholly denied access to a service.

Listen to complainant

● is understood and taken seriously ● will be investigated thoroughly ● will be investigated by someone who has personal experience of disability

Comprehensive service

We offer:

● an impartial, calm approach to collecting evidence ● a dedicated Case Manager, responsible for resolving the complaint as soon as possible ● meetings and discussions with your disabled customers and local staff (including internal managers and head office where necessary). ● a visit by an access consultant to the site in question, to assess the built environment, and management policies ● an action plan to stop repeat complaints ● advice and guidance in the event of a legal challenge under the Equality Act, and attendance as an Expert Witness, if needed

To find out more about our complaints resolution service, please email tracey@proudlockassociates.com or call 0845 130 1669 to speak to a consultant.

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